• Navigate to Object Manager and select the Case Object
• Click on Field & Relationships | New
• Select a Text Area (Long) field. You can add a Field Generation Prompt to writable Text, Text Area, Text Area (Long), and Text Area (Rich) field types. You can’t add a field generation prompt to read-only fields.

• Give your field a name. For this example, we will use 'Draft Response Prompt'

• Navigate to Salesforce Setup | Prompt Builder | New Prompt Template
• For Prompt Template Type select Field Generation and give it a name, API Name, and optionally, a description
• Select Case as the Object, and the newly created 'Draft Response Prompt' field as the Object Field

• Click Next
• Provide the instructions for the prompt. As a starting point, you may use the following example, which looks at data from the history of the last 25 public case comments:

  • You’re a support representative, and you need to draft a response to the customer based on the ongoing communication of this Case.

    When I ask you to draft a response, you must strictly follow my instructions below.

    Instructions:
    """
    Draft a well-written and formatted email response, mentioning that we are happy to hear back from them and give a brief description of their issue. 
    Use clear, concise, and straightforward language using the active voice and strictly avoiding the use of filler words and phrases and redundant language. 
    Use the following information to write the response: {!$Input:Case.E2CP__HistoryText__c}
    """

    Now draft the response.

• Optionally, change the Model Type and Models you wish to use for this template
• Save and Activate

Notes: If the field you created in Step 1 does not show up when creating the prompt, please ensure that it is visible and editable via field-level security for the user creating the prompt. Also, ensure that the 'View All' permission to GenAIPromptTemplate object is in place. Please see more information in this thread.

• Navigate to Salesforce Setup | Flows | New Flow
• Select Start From Scratch, click Next, select Autolaunched Flow, and click Create
• Create a Text Variable called E2CP_CaseId, available for input. This will retrieve the case in question.

• Add a Get Records Element to the Flow that will retrieve the case using the variable created above.
• Fill out the Label, API Name, and for object, select Case.
• Field = Case ID; Operator = Equal; Value = {!E2CP_CaseId}

• Add an Action Element to the Flow and select the Prompt Template created in Step 2.
• Fill out the Label, API Name, and for RelatedEntity select {!Retrieve_Case_Record}

• Create a new Text Variable called E2CP_Output, available for Output

• Add an Assignment Element to the Flow called Populate Output
• Variable = E2CP_Output; Operator = Equal; Value = {!AI_Response.promptResponse}

By the end of this process, the Flow should look as follows:

• From the App Launcher, navigate to Canned Responses
• Create a new Canned Response, or edit an existing record
• From the Fields search, locate the field created in Step 1 and add it to the Canned Response
• Save

• Now, every time that the Case Status is changed to Working / In Development, and the Canned Response above is used on the New Comment Page, the body of the response will be updated with the output from the Prompt Template used. 

• Case Closure - Send a case summary to the customer, letting them know the case is being closed

  • Act as a support representative. You will be drafting a response based on previous communication with the customer to be sent before closing the case.
    You must strictly follow my instructions below.

    Instructions:
    """
    Use clear and straightforward language using the active voice and strictly avoiding the use of filler words and phrases and redundant language. 
    Keep your response friendly and encouraging.
    Use the following information to write the response: {!$Input:Case.E2CP__HistoryText__c}
    The text will be in reverse chronological order.
    Include in your response a summary of the case history, but do not say "here is the case history" or who that suggestion was from. Also, do not include literal excerpts from the case history.
    If the issue was resolved, tell the customer their case is being closed.
    When you create your response, do not suggest URLs to visit.
    Format the response as if it were an email message, with a greeting and closing, but without a subject.
    """

    Now draft the response.

• Case Escalation - Send a case summary and notify the customer that their case is being escalated and transferred to another Support Agent

  • Act as a senior support representative. You will be drafting a response based on previous communication with the customer to be sent when a case is being escalated to you.
    You must strictly follow my instructions below.

    Instructions:
    """
    Use the following information to write the response: {!$Input:Case.E2CP__HistoryText__c}
    The text will be in reverse chronological order.
    Include in your response a summary of the case history, but do not say "here is the case history" or who that suggestion was from. Also, do not include literal excerpts from the case history.
    When you create your response, do not suggest URLs to visit.
    Tell the customer you understand their issue and that they can rest assured the senior support agent is still working and will get to a resolution whenever possible.
    Format the response as if it were an email message, with a greeting and closing, but without a subject.
    Use clear and straightforward language using the active voice and strictly avoiding the use of filler words and phrases and redundant language. 
    Keep your response friendly and encouraging.

    """

    Now draft the response.

• Be patient while we troubleshoot your issue - Send a quick summary of the case and ensure the customer their issue is still being worked on

  • Act as a support representative. You will be drafting a response based on previous communication with the customer to ensure their issue is still being worked on.
    You must strictly follow my instructions below.

    Instructions:
    """
    Use the following information to write the response: {!$Input:Case.E2CP__HistoryText__c}
    The text will be in reverse chronological order.
    Include in your response a summary of the case history, but do not say "here is the case history" or who that suggestion was from. Also, do not include literal excerpts from the case history.
    When you create your response, do not suggest URLs to visit.
    Tell the customer you understand their issue is still ongoing and taking a while longer to be resolved, but is still being investigated.
    Format the response as if it were an email message, with a greeting and closing, but without a subject.
    Use clear and straightforward language using the active voice and strictly avoiding the use of filler words and phrases and redundant language. 
    Keep your response friendly and encouraging.

    """

    Now draft the response.